IT Production Relationship Manager BNP Paribas

January 19, 2023
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  1. Business Overview

The BNP Paribas Group is one of the largest international banking networks, with a presence in 72 countries. The organisation is an international financial services group, with in excess of 202,000 employees with solid roots in Europe, a significant and growing presence in the Americas as well as a solid and fast-growing business in Asia-Pacific.

The BNP Paribas Group is organised around two main activities: Retail Banking & Services and Corporate & Institutional Banking (CIB).

MADRID IT Platform

The CIB IT Platform for EMEA is responsible to provide IT Services to our Clients ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. This function includes Global Markets Application Production, Local Territory IT Development, the Core Infrastructure environment including Datacentres, Application Production, Security, Architecture as well as elements of the Global Services organisation.

  1. Context and Role summary

Production Relationship Managers team is part of Production Operations Domain into BNPP CIB ITO organisation. Production Relationship Managers play the role of BRM (Business Relationship Manager), they are the SPOCs for the BNPParibas Companies into our scope (EMEA).

  1. Position – Tasks & Key Responsibilities

Production Relationship Managers are the “single point of contact” for internal partners and BNPParibas companies “consuming” IT Services, provided by Madrid CIB I&P European Platform.

Responsibilities :

  • Develop relationships with Madrid CIB I&P European Platform partners and customers, to ensure a   continual follow-up of their IT production needs
  • Serve as the link of communication between customers and internal I&P teams
  • Customer escalation point when technical or functional escalation is needed and no other contact team/person is appointed.
  • Continuous follow-up of the quality of Services provided in regular meetings with the customer.
  • Acquire a thorough understanding of customer needs and requirements
  • Look after the IT Management of Customers with little or no IT Governance
  • Ensure the required products and services are delivered to customers with the expected quality and accordingly with agreed commitments.
  • Facilitate resolution  issues and problems faced by customers and deal with complaints to maintain trust while keeping a positive outlook
  • Act as customer advocate to ensure that all CIB I&P teams understand customer’s requirements and provide the Services in the timely manner
  • Keep customers informed on the CIB I&P teams activities that could have any impact into customer business activities
  • Accompany and cooperate when needed MITP IT Projects where the customer is involved, to ensure the highest quality of Project deliveries are being produced and all client needs met
  • Present  Service reports to customers
  1. Professional Skills, Abilities and Experience


  • IT technical background
  • Team/Project Managerial experience
  • 2 years experience as Production Relationship Manager (Business Relationship Manager) into an IT Services provider company
  • MS Office advance user (Microsoft Teams, Word, Excel, PowerPoint, Outlook, OneNote, OneDrive)
  • MS Windows PC platform OS advance user


  • Knowledge/Experience on ITIL processes, main focus on Service Transition and Service Operations ones
  • Knowledge/Experience on ITSM Key processes : INC, PRB, CHG, Request fulfilment …
  • Know Products and Services delivered from BNPP Madrid CIB I&P Platform or any other major IT Service provider
  1. Personal Attributes
  • Strong communication and interpersonal skills, with aptitude in building relationships with professionals of all organizational levels
  • Excellent organizational skills
  • Customer Focus
  • Ability in problem-solving and negotiation
  • Able to multitask, prioritize, and manage time efficiently without supervision taking measured risks
  • Goal-oriented, organized team player
  • Self-motivated and self-directed
  • Be organized, with strong attention to detail and time management skills
  • Ability to work under pressure
  1. Languages & Qualifications


  • High English spoken and written fluent (B2/C)
  • French spoken and written will be valued but, is not essential


  • Bachelor in Computer Science or equivalent will be desirable
  • ITIL Foundation certificate will be desirable
  1. Others

Working hours : 9:00 AM CET to 18:00 CET, 1 hour flexibility

No On-Call service is required

Partial Work from Home is an option